Rabo Mobiel & NMB Mobile: Mobile Banking & Payments Development


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A brief presentation to be given on Wednesady (10 December 2009) at the "Mobile Payment, Remittance & M-Commerce Africa 2009" conference in Accra, Ghana (http://www.magenta-global.com.sg/MPRMC/)

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  • Rabobank is marktleider in:HypothekenSparenLenenVerzekeren (schade)En tweede:BetalenBeleggenPostbank/ING is marktleider qua fullservicebank/all finanzbank -> huisbankier (3 diensten of meer)Zijstap: All finanz huisbankier zijn zit dus niet in een duur advieskanaalDaarnaast is Rabobank toonaangevend en wint diverse prijzen zoals Beste Website maar ook voor CRM(implementatie), beste lokale KCC, marketing, sponsoring, iDeal, Rabo Mobiel (bestellen&betalen in de Horeca) etc.
  • Three GSM “Mobile Network Operators” or MNOs (licence holders)
  • However, they also have alternate brands. There are many choices for Dutch mobile consumers.
  • All-in-all, the market in The Netherlands is an insanely competitive and commoditised market. Over 40 MVNOs/ESPs and MNO brands to choose from. Both positive and negative elements, naturally. Consumers are used to choosing alternate brands for mobile services, but it’s a noisy market.Differentiation is hard. Tariffs are very low. Handset subsidies still strongly define market offerings (consumers choose an operator based on the phone (free normally) and the in-bundle minute-pricing.
  • This is a brief breakdown of the MNOs and their MVNO/ESP customers. Independent ESPs are not using an “Mobile Virtual Network Enabler” (MVNE) service platform, but doing direct integration into the MNOs networks.
  • Why be an MVNO/ESP?There are a number of market models around the world. Most try to leverage these sorts of business cases:Telephony – either cheaper/targeted offerings, for students or minorities, roamers, business customers, or femto-cell picocell propositions (sometimes using GSM guardband frequencies, freely available / unlicensed) or carrier pre-selection / existing long-distance or international connectivity, VOIP, etc. – e.g. Tele2, Lebara, Lycamobile, TransatelRetail or other point-of-sale capabilities – Albert Heijn Mobiel, Tesco Mobile, AldiTalk, HEMA MobileBig brand – Virgin, Disney, ESPNMachine-to-machine – RAM, Merrim, new energy company metre products, rekeningrijden, etc.Reinforce another core business – Rabo Mobiel
  • Launch billboard ad.Pretty aggressive for a bank actually.Rabobank took Rabo Mobiel very seriously, in the formula, and above-the-line advertising too.
  • Some examples of what Rabo Mobiel looked/looks like.
  • Some examples of what Rabo Mobiel looked/looks like.
  • Core Rabo Mobiel infra strategy.
  • Some key Rabo Mobiel milestones ... But also these fit within the long-term Rabobank history of innovation (NEXT SLIDE)
  • Rabobank has been innovating for a long time. Highlights:First ATM in The NetherlandsFirst Internet Banking product, pioneering internet banking in EuropeFirst web portalFirst WAP siteFirst mobile banking portaliDealMiniTixFirst MVNO/ESP
  • Some examples of innovation products Rabo Mobiel brought to the market. ORANGE is mobile payments / banking and BLUE is NFC / contactless development.MyOrder – remote payment for terraces, cinemas, bars – with MiniTix & mobile phones (iPhone, Java, SMS)Albert Heijn To-Go NFC trial – using the mobile phone as a shopping list/tool, and payment without standing in a queueCarian NFC Cantina payments – schools, offices – MiniTix integrated into cash registersNFC bicycle storage programme (Tilburg, Eindhoven)Coca Cola NFC trial – mobile phones and Coca-Cola vending machinesNFC mobile phones – American School of The Hague (NFC entrance, payments in the cantina, lockers, etc.)NFC ticketing (mobile phones) at DiergaardeBlijdoorp, NFC animal tours (Rotterdam Zoo)FEBO NFC trial – mobile phones and FEBO warm snack vending machinesNFC payments (PIN, domestic debit) at C1000 supermarket, included NFC recycling interactive application and charity donationsMobile banking (IVR, SMS, WAP, iPhone, Java)Rabo SMS Betalen (person-to-person payments) with MiniTix, SMS, Java, iPhone, WAPMiniTix SMS / MiniTix OnlineRabo Mobiel Parkeren (mobile parking, with partner Park-line)
  • MiniTix online (2004-06)one-click paymentssimple authenticationpayments to €150automatic upload, customer sets all alerts, settings, etc.connection with current bank accountworks with all Dutch bank accountsMiniTix SMS (Aug 2007)Rabo SMS Betalen (P2P) (Jun 2008)Rabo SMS Betalen mobile application (Jun 2008)MiniTix NFC (2008-09)NFC cards, NFC mobile phonesBeing rolled out in schools, theatres, parking, bicycle storage, vendingSMS Betalenwasdesignedfor P2P and merchants payments – directly to your mobile numberBank-independent and operator-independent payments for small and medium-sized transactions, based on MiniTixAutomatic top-up, transferring money back to personal bank accountDownloadable SMS Betelan Java Application for easy balance and transfer checks, sending money to friends, and a mobile shop that enables merchant content
  • Rabo Mobiel & NMB Mobile: Mobile Banking & Payments Development

    1. 1. Rabo Mobiel (Holland) & NMB Mobile (Tanzania)Mobile Banking & Payments Development<br />
    2. 2. About Rabobank / Rabo Mobiel<br />Rabobank<br />NL: 3,7 mln internet banking customers, 7 mln customers overall <br />180 local banks and 1400 locations<br />NL population: 16,5 mln<br />Strong loyalty, broad national customer coverage, key segments: consumers and small business<br />Tradition of innovation<br />Rabo Mobiel<br />Started in mid-2005, market launch in Nov 2006<br />Postpaid/prepaid, ZZP, all customer segments, regions.<br />2 Roles: MVNO and Mobile Financial Services Incubator<br />
    3. 3. Rabobank International & Rabobank Development<br />
    4. 4. Rabobank and the NL Banking Landscape<br />Marktpositie als huisbankier 2008<br />Mortgages (1) 27%<br />Savings Accounts (1) 41%<br />Loans (1) 22%<br />Insurance (1) 13%<br />Payments (2) 30%<br />Investment (2) 16% <br /><ul><li>Rabobank has the highest trust rating of all NL banks with 42%; #2 is 17%
    5. 5. AAA rating (Moody's, Standard & Poor's), top-15 world financial institution
    6. 6. Year-on-year, Rabobank ranks with the best bank website, customer service centre, CRM implementation, marketing and sponsorship programmes</li></ul>With such strong performance, was starting Rabo Mobiel a risky proposition?<br />
    7. 7. NL Mobile Marketplace (2009) – MNOs<br />
    8. 8. NL Mobile Marketplace (2009) – MNO Brands<br />
    9. 9. NL Mobile Marketplace (2009) – many choices<br />Telecombination<br />
    10. 10. Breakdown of Different Types of NL Mobile Players<br />Mobile Operators & Branded Offers<br />Full Consumer-Facing MVNOs<br />acquired in 2008<br />Service Providers/ Resellers<br />B2B MNVEs<br />ESPs(via MVNEs)<br />Telecombination<br />ESPs (independent)<br />
    11. 11. A Few MVNO Models<br />Telephony<br />Cheap (SIM only, large bundles, no-frills, VoIP)<br />Target segments (youth, minorities, cheap international destinations)<br />Cheap roaming (multi-IMSI, international players)<br />Leverage point-of-sales locations or distribution<br />Existing telecommunications retailers<br />Strong retailers in other branches<br />Alternate distribution channels<br />Leverage powerful brand<br />Reinforce core business in other areas<br />M2M/network utilisation<br />
    12. 12.
    13. 13. Rabo Mobiel in the Marketplace<br />
    14. 14. Rabo Mobiel in the Marketplace<br />
    15. 15. Rabo Mobiel and Local Rabobank Partners<br />
    16. 16. Rabobank GSM MVNO<br />Telecommunications Services<br />Mobile Internet Access<br />Mobile Content, Information & Media<br />Portals and Self-Care<br />Value-Added Bank Product<br />Banking “On the Go”<br />Premium Product / Combination<br />Communications Channel for Local Banks, Members and Customers<br />Mobile Incubator<br />Product/Business Development for Mobile Financial Services and Products<br />Launch of Remote and Contactless Payments and Partnerships<br />Mobile Knowledge Centre<br />NFC, Consumer Behaviour & UsabilityEncryption, Mobile Business Rules<br />Mobile Low-Value Payments<br />Standards, Retail/Consumer Acceptance, Security, Sustainability<br />
    17. 17. Rabobank GSM MVNO & Value-Added Bank Product<br />Great, Core Mobile Telecommunications Product<br />Rabobank Values – trust, security, quality, easy-to-use services, cooperative value<br />Online Self-Care Environment<br />Secure Mobile Banking<br />Commitment to Applications Innovation (Mobile Financial Services)<br />
    18. 18. Rabo Mobiel High-Level ESP Architecture<br />Core ESP business maintained in-house, e.g. billing, customer management and support, sales and marketing.<br />Telco with MNO, which provides telco services, switching, core, transmission and radio network, some VAS.<br />Close Rabobank partnership and cooperation with local banks, but Rabo Mobiel is an independent company - for speed, innovation, customer experience trials<br />CUSTOMER SERVICE<br />BACK-OFFICE<br />IN-BOUND HELPDESK<br />LOGISTICS<br />DELIVERY<br />RETURNED GOODS<br />REPAIRS<br />INFRASTRUCTUREOTA, WAP, VAS PARTNERS<br />SYSTEMS SUPPORTIT SUPPORT<br />NUMBER PORTABILITYLAWFUL INTERCEPTION<br />CONTENT PARTNERS<br />MNO<br />
    19. 19. Rabo Mobiel Milestones<br />
    20. 20. Rabobank Banking & Payment Innovation<br />2006 – Open Mobile Internet (OMI) programme launched<br />2006 – Rabo Mobile launched (world’s first bank MVNO)<br />2007 – Rabo Schoolbank NFC Cashless Schools<br />1981 – First ATM in NL<br />2007 – Rabobank / Rabo Mobiel NFC Trials Kick-Off<br />1994 – 1st web portal www.tref.nl<br />2008 – Mobielbankieren up to €50k (RR)<br />1986 – Pin Retail PoS<br />1996 – Internetbankieren launched<br />2009 – NFC Payments Roll-Out<br />1989 – Telebanking<br />1980<br />1990<br />2000<br />2010<br />2008 – SMS Betalen Launched<br />1995 – “Rabofoon” IVR Banking<br />2007 – MiniTix SMS<br />1999 – 1st bank WAP site launched (mmm.rabobank.nl)<br />2005 – Rabo tv<br />2003 – Mobielbankieren on i-Mode<br />2004 – Mobielbankieren launched on Vodafone Live!, Orangeworld, T-zones<br />2004 – MiniTix Online Launched<br />Rabo Mobiel B.V.<br />2006<br />2007<br />2008<br />Postpaid Launch<br />Prepaid Launch<br />30 Banks Online<br />Orange -&gt; KPN<br />120 Banks Online<br />MIB 6.0 (OMI)<br />MIB 4.1 (RR)<br />SMS Betalen Launch<br />Launch of Segment Packages<br />C1000 NFC Trial<br />Diergarde Blijdorp NFC Ticketing<br />MyOrder Terrace Betalen<br />MKB/ZZP<br />Youth<br />Postpaid Retail Launch<br />NFC Trials: Coca-Cola, FEBO<br />180k + customers<br />Senioren<br />Retail Launch<br />100k + customers<br />AH To-Go Trial<br />
    21. 21. A few trials and products 2007-2009 <br />4<br />1<br />2<br />3<br />5<br />8<br />6<br />7<br />11<br />12<br />10<br />9<br />13<br />
    22. 22. MiniTix Online (2004-06), MiniTix SMS (2007), SMS Betalen(2008), MiniTix NFC (2008-09)<br />SMS Betalen: Launch of P2P payments directly to/from MSISDNs, Java midlets, iPhone application, online website, MiniTix Merchants (2008)<br />Mobile Applications Projects<br />Customer bank account<br />
    23. 23. NFC Mobile Ticketing: DiergaardeBlijdoorp (2008-09)NFC Fietsenstalling: Eindhoven, Tilburg (2008-09)<br />Mobile Applications Projects<br />NFC Cashless Schools: kassa’s and vending, ASH, HHS/Redbird (2007-09)NFC Cantina Trials & Roll-Out: Carian/MiniTix (2008-09)<br />RabobankRotterdam<br />NFC Vending Trials: Coca-Cola, FEBO (2007-08)<br />NFC Mobile Domestic Debit Card and Shopping Tool: C1000 (2007-08)<br />
    24. 24. Mobile Terrace Payments: MyOrder at various locations (2008-09)<br />Mobile Health: StichtingDiabeter, Health Agency, Achmea (2008-09)<br />Mobile Applications Projects<br />Albert Heijn To-Go NFC Shopping: Amsterdam Amstel (2008-09)<br />MiniTix Mobile Merchants: SMS Betalen Java Midlet (2008-09)<br />Mobile Parking: Park-Line (2007)Rekeningrijden: with Rabobank (2008-09)<br />
    25. 25. Rabobank Mobile Banking<br /> Mobielbankieren enables transfers to known parties and payments up to €50.000 with Random Reader<br /> Saldo Direkt provides 1-click account balances on all your accounts<br /> Rabofoon telephone banking (IVR)<br /> SMS Alerts for banking, transfers, payments, telco spending alerts <br /> Mijn Mobiel telecommunications spending alerts, history and invoices <br /> Rabo Financial Services Portal with financial services info., current stocks and financial news<br />WAP<br />WAP<br />IVR<br />SMS<br />SMS<br />WAP<br />WAP<br />WEB<br />
    26. 26.
    27. 27. Case Study: NMB mobile<br />NMB: National Microfinance Bank Ltd. (Tanzania)<br />1,3 mln customers<br />Consumer and small-business focused<br />Dedicated to providing sustainable, viable access and direct financial services.<br />Proud of our history of support for Tanzanians of all income levels, government and businesses.<br />Close By<br />Extensive network with 130+ branch locations and 200+ ATMs nation-wide.<br />Branch network designed to cover minimally 80% of Tanzanian districts.<br />Empowering Entrepreneurs<br />Paying special attention to micro, small/medium-sized and rural business.<br />Tanzanian agriculture is close to our heart (KILIMO KWANZA). We play a roll in all parts of the supply chain.<br />
    28. 28. NMB Innovation and Milestones<br />We continue to launch new services that respond to our customers’ needs for modern banking tools.<br />ATM Money Transfer<br />NMB Personal Account: ATM Roll-Out Begins<br />Internet Bankingfor Corporates<br />100 ATMs within 1 Year<br />NMB SMS Salary Alerts<br />TanescoLuku Payment via ATMs<br />Vodacom Airtime via ATMs<br />2006<br />2007<br />2008<br />2009<br />NMB Business Account<br />NMB TPDF Account<br />85.000 SMS Salary Alerts Users<br />NMB Bonus Account<br />IPO: NMB Welcomes 27.000 new Shareholders!<br />200 ATMs within 2 Years<br />NMB Wisdom Account (pensioners)<br />
    29. 29.
    30. 30.
    31. 31.
    32. 32.
    33. 33. NMB Mobile Goals<br />Virtualisation / new product and channel for the NMB portfolio and its customers<br />Commitment to convenience and lifestyle choices of customers <br />Customer requirement-driven, not technology-pushed<br />Queue length reduction (branch, ATM)<br />Innovation and strengthening the NMB brand <br />Profitability<br />
    34. 34. NMB mobile<br />Easy-to-use NMB mobile banking and payments for all NMB customers (USSD)<br />Features the most desired consumer applications:<br />Balance Inquiry<br />Mini-Statement<br />Money transfers to any NMB account<br />Tanesco Luku Prepaid Electricity Purchase<br />Vodacom and ZAIN Prepaid Airtime Top-Up<br />NMB Services like ATM card block, settings<br />Works with NMB Personal Account, TPDF Account, Student Account, Wisdom Account<br />Simply dial *155*66# to access<br />No need to fill-in forms or visit an NMB branch to sign-up, simply dial *155*66*123#<br />NMB mobile<br />1. Balance Enquiry <br />2. Mini-Statement<br />3. Money Transfer<br />4. Prepaid Services<br />5. Other Services<br />6. Help <br />
    35. 35.
    36. 36.
    37. 37. Thank You<br />Dan Armstrong<br />Takashi Mobile<br />dan.armstrong@takashimobile.com<br />+31 652 085 071<br />